Download the case study to know how SharePoint Knowledge Management Add in can help you in Automotive Industry.

Case Study

Using Knowledge Management add-in as a Sales and Customer Support Backbone for Automotive Industry

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Industry: Automotive

Client Business Description

Transtar Industries is the global leader in transmission and driveline-related solutions. Transtar was founded 1975 in Cleveland, Ohio, where the company is still headquartered today. In four decades, they have grown to be a global supplier of products related to the transmission and driveline.

Background

Client offers huge range of automotive product parts. They were following the classic approach (Emails/Calls) to handle client FAQs, responses and inquiries on their SharePoint based customer portal.

Idea

The Client wanted to streamline the knowledge sharing process in his organization and preferred to use our SharePoint based Knowledge Management Add-in with some added customizations. The client also wanted to have a common interface for his sales and support team to achieve customer satisfaction and enhance profitability.

Challenges

Response Time

No Response Time Uniformity for addressing customer support issues..

Organization of data

No mechanism to categorize the inquiries and their sharing process..

Collaboration

The company lacked collaboration between sales and support agents.

Knowledge Bank

There was no knowledge repository in place.

Statistics

Data analytics and enquiry stats were not available.

Our Solution

With the help of our Knowledge Management SharePoint add-in we have developed and implemented a solution where Transtar’s sales and support team could collaborate and share theknowledge effectively and efficiently. Our client, Transtar is now handling the client inquiries in a more streamlined way. In order to address client’s questions accurately, they now have an interface with following features:

Multilingual
Knowledge Repository
Powerful keyword search
Search on documents
Branding & Personalization
Analytics Dashboard
User access permissions
Q & A Status controls
Email response templates
Auto detect user profile language
Single interface for internal team
Customer request categorization
Responsive and consistent design

Michael Wilt
Digital Marketing Specialist
Transtar Industries

“It has been a pleasure working with the team at Beyond Technologies. Their top-notch solutions have changed that way that our company engages internally. Their team was extremely responsive to our requests to customize an application to fit our unique needs. Their ability deliver on time gives us the utmost confidence in their proficiency and is why we will continue to rely on Beyond Technologies moving forward.”